HR: Peacemaker, coach, mediator or piggy in middle?

Whether it is seen as HR’s role or not, the reality is that HR practitioners are often called in to advise or intervene in relation to workplace disputes. If handled correctly, conflicts can be resolved in collaborative and cost effective ways; if not there can be significant real and hidden costs.

This course will explore the various interventions that can be utilised and consider when each might be appropriate and the skills required. By the end of this course delegates will be better able to assist line-managers in dealing with matters directly in addition to developing their own skills to intervene where appropriate.

Learning outcomes

By the end of this course, participants will better understand:-

• How and why conflict arises.
• How individuals react in a conflict situation and how changing behaviours and responses can impact.
• An appreciation of the skills required to effectively resolve conflict.
• Understand the role of conflict management, conflict coaching and mediation.
• Recognise the importance of impartiality, confidentiality and voluntarism in mediation.

And be better able to…

• Use conflict constructively and creatively
• Identify relevant options for dispute resolution when it occurs
• Work respectfully and assertively with colleagues, recognising the interests of both parties.
• Implement the four key steps to conflict resolution.
• Deal with difficult people and prepare for a difficult conversation.
• The key skills required to help/coach managers to have constructive conversations at work and resolve conflict.

Delivery

A mix of lecturing, experiential learning and use of case studies.